דרושים Data Scientist Ii - Experimentation Consulting & Research ב-Booking ב-Netherlands, Amsterdam

A successful candidate should demonstrate:

• Technical knowledge: Solid understanding of enterprise data technology and machine learning at scale

• Risk management: Experience in developing compliance solutions which are resistant against degradation over time, are documented and can be monitored and tested

• Strategic thinking: Ability to think beyond quick wins and perceive long-term opportunities for broad-based risk reduction

• Customer centricity: Keeping the customer's best interests at heart, both in terms of the protection of their privacy as well as the usability of our products and services

• People leadership: Inspiring, coaching and supporting your team members, to allow them to excel and grow

• Cross-functional mindset: Willingness to break through silos, collaborate across teams and departments and pitch in when needed to ensure overall mission success

Key Job Responsibilities and Duties:

• Support the business with in-depth legal review, advice and guidance on data protection and data privacy issues and/or risks with any current or potential new initiatives

• Serve as the primary privacy legal SPoC for all matters arising from the Data, Technology and Customer Service functions in the company

• Lead a team that serves as the foremost experts in the privacy legal function when it comes to data governance and technology

• Lead the retention & deletion efforts at Booking.com

• Support strategic, enterprise-wide priorities to mature our data governance and privacy control landscape

• Engage with other Legal & Public Affairs teams and stakeholders to ensure the Legal function speaks with one voice

• Constantly (re)prioritize team workload to adapt to changing circumstances

• Partnering on review, advice and approval of data sharing use cases, data protection and privacy guidance, policies and procedures for the business

• Exercise people management responsibilities, such as performance management and coaching; be accountable for team performance

Qualification & Skills:

• Bachelor degree (Master’s Degree / Specialised Diploma is an advantage) and admission to practise in at least one jurisdiction
• 8-12 years experience in a reputable law firm or in-house team

• EU, UK or US law degree

• A Batchelors’ and/or Masters’ Degree, and a legal professional qualification

• Native or fluent English speaking and writing skills

• Knowledge and experience in data protection law; a CIPP/E / CIPT (or similar) certification is preferred

• A deep understanding of GDPR and the e-Privacy Directive how this applies to enterprise and consumer-facing technology; knowledge of DMA/DSA and AI Act is preferred

• Ability to be the “voice of reason” in crisis situations, to quickly respond to issues at hand and to prioritise effectively, with a “customer first” mindset

• Excellent communication skills (written and oral), attention to detail, organizational and project management skills and ability to meet deadlines, prioritising appropriately

• Adaptable, ready to embrace change in order to meet evolving business needs, work in ambiguous situations and under pressure, and learn from mistakes

• Strong ability to lead and inspire a team

• Demonstrated cross-functional project leadership and commercial acumen, with ability to balance risk with business objectives

• Experience in management of and impactful communication with senior stakeholders, effectively communicating complex ideas and projects simply and succinctly

• In-depth understanding of the data and privacy issues that commonly arise in the technology and data space, along with ability to quickly learn and grasp the importance of new and emerging issues and manage processes from inception to completion

• Strong collaborative, professional approach; able to succeed in and lead diverse, multidisciplinary, multicultural teams

• High proficiency in productivity software, and AI platform usage, with a commitment to continuous improvement.

Deadline for applications is21 November 2025.

Further traits look for:

• Alignment with Booking.com’s values (Customer First, Succeed Together, Own It, Learn Forever, Do the Right Thing).

• Curiosity, flexibility, and a creative, pragmatic approach to problem-solving.

• Confidence with collaboration.

• Ability to influence stakeholders at all levels.

• Proactivity, resilience, and a drive to deliver results.

• Strong judgment with attention to both the big picture and key details.

• Courage to take a stance and make tough decisions.

• Team-oriented, self-aware, and a good listener.

• Agility in prioritizing and meeting deadlines.

• Forward-thinking, with a focus on emerging legal and policy issues.

As a team, we believe in:

• Being integral to decision-making, shaping Booking.com’s future.

• Supporting Booking's mission to make travel accessible, fostering openness and curiosity.

• Offering opportunities for team members to explore new areas or specialize.

• Providing holistic, integrated legal and public affairs advice.

• Continuously improving Legal Operations, innovating, and sharing best practices.

• Learning from mistakes and embracing growth.

• Working collaboratively with a sense of humor and enjoying the journey together!

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Application process:

• Let’s go places together:

• Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Role description

• This role is based in Amsterdam

• At Booking.com we are proud of the way we use data and experimentation to drive better product decisions. Over the last 20 years, we have continuously invested in building the best possible experimentation platform to enable our colleagues throughout the company to make the best possible decisions for our customers, partners and our business.

We are seeking a
Technical Product Managerto join our Core teams in the Experimentation Platform department. In this role, you will own key components of the experimentation data infrastructure and data products that power product decision-making at Booking.com.

• You will be responsible for ensuring that our tracking systems, randomization logic, data pipelines and APIs are reliable, scalable and easy to use. You will partner closely with engineers to modernize legacy systems and enhance developer experience across the company.

• You will enable experimentation across a wide range of services and technologies by ensuring consistent data quality, seamless integration and robust support for new use cases as the platform evolves.

• You will lead the ideation and generation of experimentation data products by identifying use cases and enabling governed and secure access to experimentation datasets to increase the value Booking.com generates from experimentation and ensure the accuracy and trustworthiness of the data teams rely on.

Key Job Responsibilities and Duties

• Experimentation Data Infrastructure

  • Contribute to the vision and roadmap for the Core team’s data infrastructure, ensuring it supports reliable data collection, processing, and access at scale.

  • Support the modernization of experimentation infrastructure, helping migrate legacy systems to more scalable, cloud-based solutions.

  • Partner closely with engineers to deliver and operate tracking, ingestion, and pipeline systems that ensure accuracy, performance, and reliability.

  • Define and monitor critical success metrics to evaluate product health and team impact.

  • Help the team identify and manage technical debt, balancing immediate delivery needs with long-term maintainability.

  • Work with your engineering counterpart to prioritize the team backlog, aligning day-to-day execution with user and business needs.

  • Collaborate with cross-functional stakeholders (engineering, data science, product) to gather requirements and ensure Core team services meet their needs.

  • Drive improvements in automation, monitoring, and observability to reduce operational workload and increase system reliability.

  • Partner with other product managers in the department to coordinate dependencies and contribute to the broader experimentation platform

• Experimentation Data Products

  • Lead the ideation and delivery of experimentation data products that make experimentation data accessible, accurate and actionable.

  • Define use cases and requirements for post-experiment analysis that is not supported by the UI.

  • Enable governed and secure access to experimentation datasets to ensure consistency and trust across all analytical use.

  • Establish data quality and governance standards to maintain accuracy, reliability and compliance across experimentation data products.

Role Qualifications and Requirements

• Experience: Minimum 4 years in Product Management with a technical or platform focus, ideally managing data platforms (e.g., Experimentation, Machine learning platforms, Data warehouse, Data Lakes)

• Data Product Mindset: Experience defining and delivering internal data products that transform raw data into trusted, actionable insights. Comfortable working with stakeholders to identify use cases, shape data access patterns and enforce governance standards.

• Delivery & Maintainability: Proven ability to manage technical roadmaps, address technical debt and balance short-term delivery with long-term platform and product health.

• Technical Fluency: Strong understanding of APIs, real-time and batch data pipelines, tracking libraries, and event collection technologies.

• Experimentation Knowledge: Familiarity with A/B testing and experimentation concepts, with an eagerness to deepen expertise in this area.

• Analytical Skills: Ability to validate assumptions, explore data, and trace how it moves through systems; proven problem-solving and structured thinking.

• Collaboration & Communication: Effective at engaging with engineers, data scientists, and users of the platform, translating technical detail into actionable goals.

: Global Impact, Personal Relevance

• Annual paid time off and generous paid leave scheme including: parental (22-weeks paid leave), grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, working from home furniture and ergonomic support, and up to 20 days per year working from abroad (home country)

• A beautiful sustainable , that offers on-site meals, coffee, and snacks, multi-faith and breastfeeding rooms at the office

• Commuting allowance and bike reimbursement scheme

• Discounts & Wallet credits to spend on our products, upgrade to Booking.com Genius Level 3, and friends & family Booking.com discount vouchers

• Free access to online learning platforms, development and mentorship programs

• Global Employee Assistance Program, free Headspace membership

Career Development Opportunities

• Bi-annual performance conversations, company-wide mentoring program, and internal development opportunities

• Unlimited access to online learning platforms: Udemy, Coursera, LinkedIn learning, O'reilly

Application Process

• The interview process will entail a total of 4 interviews, all conducted via Zoom video conferencing.

• This role does not come with relocation assistance.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Key Responsibilities

• Business Acumen:
• Maintain a fundamental understanding of the Booking.com business, industry news and risk best practices and apply that knowledge in the context of your core areas of responsibility.
• Critical Thinking:
• Identify and design solutions in a wide range of situations, and proactively propose concrete improvement plans.
• Objective Setting, Prioritization & Task Management:
• Independently structure and execute work, decide on priority areas and output fitting the overarching objectives and priorities. Deliver in line within agreed timelines and escalate issues to the appropriate level and roles within the organization where needed.
• Attention to Detail:
• Produce high quality, accurate output across a broad range of topics, with limited review and oversight required.
• Result Orientation:
• Work independently and proactively to deliver the right results for specific objectives and deliverables in line with personal and company values whilst influencing stakeholders in order to meet timelines and prioritize critical activities.
• Effective Communication & Presentation Skills:
• Effectively and clearly communicate and present information relating to core responsibilities, tailor messages and explain (technical) concepts to stakeholders.
• Facilitate cross-functional discussions.
• Organize and run larger meetings in a clear, structured and outcome-oriented manner.
• Stakeholder Management & Influencing:
• Independently identify, develop and grow relationships with key stakeholders to build and maintain a wide network within the coverage area, mostly at mid-level but also including key senior stakeholders for a bilateral flow of information.
• Align with stakeholders on impact beyond their team, respectfully challenging and influencing others to assume appropriate roles and responsibilities by adopting stakeholder management and influencing techniques.
• Confidently and independently navigate tricky discussions, incorporating Manager input around escalations, approach or blockers where needed.
• People Management:
• Provide constructive feedback to peers and incorporate received feedback into personal development goals.
• May provide mentoring and task oversight to more junior staff or external consultants.
• Support hiring process.
• Operational & Technical Expertise:
• Apply a comprehensive understanding to processes, systems and/or products within your coverage area.
• Display general understanding of the impact on the wider process and/or system landscape.
• Seek manager input for in-depth expertise.
• Risk Landscape Awareness:
• Maintain awareness or knowledge of the broader internal risk landscape across one or more business areas as well as external developments.
• Adopt a business need centric and user friendly approach to influence business stakeholders to take informed decisions in line with the risk capacity, risk appetite and risk tolerance of Booking.com.
• Risk & Governance Advisory:
• Provide input to the development of methodologies throughout the risk management lifecycle.
• Advice stakeholders in ongoing risk and compliance work within your dedicated area(s).
• Risk Identification & Assessment:
• Identify and appropriately assess risks in line with the team's frameworks and methodologies.
• Document risk assessment outcomes, including clear description of the risk, perceived level of risk and considerations for risk treatment, tailored to the topic at hand, with limited guidance and review required.
• Risk Treatment:
• Independently support control design and/or assurance activities and work with control owners to prepare controls for approval.
• Coordinate audit activities including support to close any control deficiencies identified.
• Work across teams/projects/BUs and ensure risks are appropriately mitigated.
• Develop, select and implement risk treatment strategies, proposing alternative risk treatment options where needed.

Communication.Stakeholder

• Process/Control owners (combination of directors, managers, team leaders and individual contributors)
• Subject Matters Experts (SME's) e.g. Finance, Fintech, Fraud, Legal, Security, etc.
• Other Internal stakeholders in Accommodations (i.a. CS, PS, Product), Trips, Finance, FinTech, Legal, Marketing, People, Strategy and Corporate Development and Technology (i.a. Security, Infrastructure)
• Internal & External Audit
• Risk & Control team

Communication.Type

• Persuasion / CooperationPartner with business stakeholders by: providing guidance and support in ongoing compliance;providing guidance and support in identifying risks and control gaps and, designing and implementing appropriate controls;providing clear instructions on expected stakeholder contributions and ensure follow up;facilitating and participating in cross functional groups for activities related to the risk management lifecycle;presenting and advising on standardized methodologies, processes and documentation;maintaining a business centric approach.
• Information and CooperationInform SMEs on:risk areas in need of SME input;control design and implementation;work closely together to share knowledge and experience.
• CooperationWork closely together to share knowledge and experience.
• Cooperation Support Internal and External audit teams to ensure that remediation plans are implemented on a timely basis for any deficiencies foundSupport SOX, PCI and other audit cycles
• Information and CooperationWork closely together to share knowledge and experience.

Communication.Frequency

• Continuous
• Continuous
• Continuous
• Continuous
• Continuous

Level of Education.Level of Education

• Bachelor degree
• Master degree

Level of Education.Description

• Alternatively compensating years of experience (3 to 5 years in addition to below)
• Preferred

Years of relevant Job Knowledge.Years of relevant Job Knowledge

• Advanced Knowledge (5 - 8 years)

Requirements of special knowledge/skills

• Qualities / Soft Skills:
• Enthusiastic, self-starting and flexible work attitude
• Ability to effectively prioritize and manage workload, work under pressure and deliver on timelines
• Handle multiple tasks, of varying and often complex content, generally at the same/similar time
• Have the ability to split large tasks into logical, manageable and decoupled actions which are managed effectively and delivered on time
• Strongly process, problem solving and action oriented
• Curious and proactive in the assessment and challenge of risks
• Strong team player
• Advanced communication skills and ability to actively listen
• Strong relationship building skills
• High level of integrity, confidentiality & professionalism
• Requirements of special knowledge/ Hard Skills:
• Advanced (technical) understanding of and experience with Risk Management, Compliance, Internal controls , control procedures, automation, monitoring, testing, collecting evidence and remediation activities
• Experience with large e-commerce or tech companies is advantageous
• Fluent in English, both written and spoken
• CISSP, CRISC, CISM, CISA, or similar certification is advantageous
• Project management skills
• Stakeholder management skills
• For Business Officer functions:
• Advanced understanding of and experience with risk management relevant fields, for example but not limited to:
• Business analysis
• Auditing
• Corporate governance
• Finance concepts and processes
• SOx integration
• AML/ CFT framework, GDPR, PCI, SOx
• Fundamental understanding of below IT expertise fields.
• For IT Officer functions:
• Advanced understanding of and experience with risk management relevant fields, for example but not limited to:
• IT Risk management and IT Governance
• IT Security concepts and processes
• (IT) Frameworks like ITGC, COSO, NIST
• DevOps tools like Puppet, Jenkins, Git, Docker, or Kubernetes
• JIRA
• Fundamental understanding of above Business expertise fields.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Role description

• This role is based in Amsterdam

• At Booking.com we are proud of the way we use data and experimentation to drive better product decisions. Over the last 20 years, we have continuously invested in building the best possible experimentation platform to enable our colleagues throughout the company to make the best possible decisions for our customers, partners and our business.

As a Senior Product Manager in the Metrics Team, you will drive the strategy and execution of products that ensure experimentation metrics are statistically rigorous, reliable, and accessible across the company. You will partner with engineers, data scientists, and experimenters to embed advanced methodologies, recommend appropriate metrics, and implement governance practices that safeguard decision-making. Your work will directly shape how teams trust, interpret, and act upon metrics, enabling data-driven decisions at scale.

Key Job Responsibilities and Duties

• Own and set the Metrics Ecosystem Strategy: Develop and champion a long-term product vision and roadmap for the experimentation metrics platform, ensuring it meets the company's evolving needs for scale and statistical rigor. Own and define objectives at team and track level.

• Gathers stakeholders’ key requirements and incorporates their feedback, manage expectations independently with clear updates provided up to Director level

• Lead Governance & Best Practices: Define and drive the adoption of a unified framework for the entire metric lifecycle, from creation and metadata management to deprecation, ensuring trust and consistency across the organization.

• Guide Experimenters: Provide recommendations to experimenters on selecting appropriate, high-quality metrics that ensure meaningful and trustworthy results.

• Harm Protection Governance: Define and enforce governance practices that safeguard against harmful or misleading metric use in experimentation.

• Develop Enabling Tools: Guide the development of self-service tools, APIs, and infrastructure that empower product teams to create, manage, and analyze their own metrics with confidence and ease.

• Drive Technical Excellence: Partner with engineering and data science to design and deliver robust, scalable data pipelines and systems that form the backbone of our experimentation results.Understands the most critical elements of the technical solution, and recognizes how multiple systems interrelate to anticipate complex problems or edge cases.

• Ensure Statistical Integrity: Be the product authority on statistical methods, ensuring results are accurate, reproducible, and easy to interpret.

• Champion Data Accessibility: Ensure metric data and experiment results are accessible, actionable, and integrated into downstream workflows.

• Deliver Critical Projects: Navigate complexity and ambiguity to deliver business-critical platform improvements that enhance the reliability and extensibility of our experimentation capabilities.Identifies risks and dependencies across multiple areas, and plans for mitigations.

• Actively contributes to the PM communities outside of their team and organization, by facilitating training, learning sessions or contributing to Product craft working groups

Role Qualifications and Requirements

• Experience: Proven track record (6+ years) in Product Management, with experience working on complex platforms pr data products (e.g., Experimentation, Machine learning platforms).

• Experimentation Fluency: Deep understanding of experimentation frameworks and statistical methods with the ability to define, align, and drive adoption of company-wide best practices.

• Statistical Methods: Understanding of advanced experimentation methodologies (e.g., sequential testing, quantile testing, ratio metrics, heterogeneous treatment effects) and ability to partner with data scientists to integrate these into scalable tools.

• Experimenter Enablement: Experience working directly with product teams and experimenters to guide metric selection, communicate governance policies, and ensure trust in experimentation outcomes.

• Quantitative and Analytical Skills: Strong quantitative and analytical skills with the ability to translate complex statistical and data concepts into clear product requirements and actionable insights.

• Communication & Stakeholder Skills: Proven ability to engage, align, and influence stakeholders at all levels and disciplines, from experimenters to C-level, communicating complex data and technical concepts in a clear and actionable way.

• Technical Fluency: Comfortable working with engineering teams on APIs, data pipelines, and scalable computation systems, with the ability to balance technical constraints with business needs.

• Product Strategy: Skilled in defining product vision and strategy, setting objectives, and driving alignment across multiple teams and stakeholders.

• Delivery Excellence: Demonstrated ability to manage roadmaps, prioritize complex dependencies, and deliver high-quality products that scale.

• Leadership: Ability to work independently, shape long-term product direction, and coach or mentor other PMs when needed.

• Data Science Background: Prior hands-on experience in data science or statistics roles is preferred.

• Industry Collaboration & Thought Leadership: Experience engaging with the wider industry through publishing articles, sharing best practices, or bringing industry experts together is preferred.

: Global Impact, Personal Relevance

• Annual paid time off and generous paid leave scheme including: parental (22-weeks paid leave), grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, working from home furniture and ergonomic support, and up to 20 days per year working from abroad (home country)

• A beautiful sustainable , that offers on-site meals, coffee, and snacks, multi-faith and breastfeeding rooms at the office

• Commuting allowance and bike reimbursement scheme

• Discounts & Wallet credits to spend on our products, upgrade to Booking.com Genius Level 3, and friends & family Booking.com discount vouchers

• Free access to online learning platforms, development and mentorship programs

• Global Employee Assistance Program, free Headspace membership

Application Process

• The interview process will entail a total of 4 interviews, all conducted via Zoom video calls.

• This role does not come with relocation assistance.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Role Description:

You will play a key role to discover causal relationships in a wide variety of travel products and customers, challenge hidden assumptions and validate the robustness of conclusions to enable confident decisions at scale with real business actions.

Key Job Responsibilities and Duties:

• Responsible for fully owning the design and delivery of causal solutions based on business requirements, from idea-generation, validation, implementation to stakeholder communication. Deliver customer value with the right solutions.

• Keep a sharp eye on both the strengths and limitations of applied methodologies in real use cases. Proactively explore and research advanced statistical and causal techniques suitable for the business applications, and guide junior members as a force multiplier.

• Identify and manage stakeholders independently. Autonomously translate business challenges into proper data stories and solutions. Capable of communicating complex solutions to business stakeholders and craft peers beyond the team’s scope with in-time updates, clear visualization, accessible documentation and effective verbal language.

• Responsible for interpreting quantitative experiments and causal models to objectively guide key business decisions. Grow technical competency and spot opportunities to adopt more efficient approaches. Break down complex problems into tangible milestones to drive continuous improvements and actionable outcomes on product or strategy.

• Identify trends and behaviors from data to uncover hidden causal insights across business domains. Unlock the value of causal inference by bringing together end-to-end solutions. Learn to incorporate scalability, reproducibility and long-term orientation in the work. Embed causal techniques into the bigger picture for business takeaways and recommendations.

Qualifications & Skills:

• Experience working with dynamic project setup, multiple teams and stakeholders to align expectations and collaboration. Turning open-ended questions into clear milestones and agreed deliverables.

• Passionate in driving innovation for real applications with curious, humble and can-do attitudes.

• Proven ability to unpack real world causal questions, design modeling or experimentation solutions, and provide clear and actionable business recommendations with real influence.

• Experience to research and compare new methods and validate feasibility with real data. Clearly explain the reasoning behind technical choices, and open to peer review and discussions.

• Able to zoom in and out in problem solving. Willing to dig deep for exploration, and summarize reusable learnings and methodologies for scalable exploitation.

• Excellent communication skills for diverse audiences. Able to discuss complex technical problems in an accessible, business-friendly manner at all phases of the project.

• Proficient in handling large amounts of data and using causal model packages with Python, Snowpark, or R. Familiar with using causal packages. Produce well structured, readable and reproducible high quality code.

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Application Process:

This section should provide:

• Let’s go places together:

• This role does not come with relocation assistance.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

When Values are made explicit, they provide clarity on what “good” looks like. And when they are shared, they build unity in a group. They build culture.

• Think customer first. We obsess about adding value for our customers - guests, partners, colleagues - to make it easier for everyone to experience the world.

• Own it. We deliver on our promises, make informed decisions and prioritize to get the important things done today.

• Learn forever. We are resilient, take time to reflect, and seek to learn – from colleagues, from the outside world and from our failures.

• Succeed together. We celebrate team success, through making connections, building trust and valuing the diverse perspectives of others.

• Do the right thing. We get the right results the right way. For each other, our communities and the world around us.

• Transform existing reporting and dashboard systems, streamlining and optimising them to deliver faster, clearer, and more actionable insights including supporting new experiments.
• Design, develop, and maintain comprehensive real-time dashboards and reports that track key Customer Service KPIs, ensuring data-driven decision-making at all levels.
• Apply advanced analytics techniques, including correlation and causation modeling, to accurately diagnose metric fluctuations and their impact on Customer Service operations.
• Support the CS operations and Service and Process design by unlocking trends, patterns, and root causes in operational data to proactively drive service improvements and efficiency gains.
• Deliver executive-level performance updates with actionable insights, influencing strategic decisions both within Customer Service and across the organisation.

• Design and implement VoC programs to capture feedback through multiple channels (surveys, social media, etc.) to identify pain points, and work with business leaders on opportunities for service enhancements.
• Analyse and present VoC insights to cross-functional teams and senior leadership, guiding improvements in CS operations and across the wider organisation
• Have extensive experience in Customer Insights tooling and technologies so that they can be integrated into the Customer Service environment

• Build the vision, set the strategy, and define the roadmap for data use and data engineering services within CS.
• Act as a strategic partner to senior leaders, providing data-driven insights and recommendations to support CS objectives.
• Work as part of cross-functional initiatives, workshops, and strategy sessions to translate insights into actionable strategies, focusing on customer-centric and operational improvements.

• Develop and execute a data strategy aligned with CS objectives, focusing on data quality, integrity, and security.
• Implement data governance policies within CS, standardizing data collection, storage, and usage while ensuring compliance with privacy and security standards.
• Innovate in leveraging data analytics to drive CS performance, efficiency, and growth, exploring advanced techniques (e.g., machine learning, NLP/NLG).

Machine learning/AI Partnership

• Partner closely with ML/AI and data science teams to define data requirements, validate model outputs, and integrate AI-driven insights into customer service strategies.
• Develop robust frameworks for measuring the performance, efficiency, and business impact of AI-powered solutions and automation within Customer Service.
• Identify and champion new opportunities for applying advanced analytical and machine learning/AI techniques to address customer service challenges and drive innovation.

• Lead and inspire a high-performing team of data analysts and data scientists through a period of significant transformation, redefining how data is leveraged to enhance the customer service experience.
• Shape and execute a visionary strategy for data and analytics in Customer Service, ensuring the team evolves in capabilities, tooling, and impact to drive long-term business outcomes.
• Attract, develop, and retain top-tier talent in data engineering and analytics, creating an environment that fosters innovation, excellence, and career growth within the analytics community.
• Establish best-in-class practices for analytics, modeling, and reporting, ensuring the team operates at the forefront of modern data science and engineering.
• Champion data-driven decision-making, embedding analytics deeper into customer experience strategy and influencing key business stakeholders at all levels.

• Communicate complex data insights in simple, actionable terms for stakeholders, advocating for data-driven decision-making.
• Influence and build relationships at all levels, from the Leadership Team to operational stakeholders within CS.

• Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, Engineering, Economics, or a related field. MBA or other advanced degree is strongly preferred, especially with a major in a quantitative discipline
• Experience:Minimum of 10 years in data analytics, data science, or business intelligence, with substantial experience in senior leadership roles (at least 3-5 years). Background in large-scale customer service environments or similar operational domains is highly desirable.
• Proven ability to deliver data-empowered strategies, complex analytics programs, and impactful business change initiatives in global organizations. Experience in driving both transformational initiatives and business-as-usual (BAU) operational improvements, demonstrating agility to manage priorities in dynamic, high-volume settings.
• Technical Mastery:Deep expertise in advanced analytics, statistical modeling, and machine learning/AI concepts as applied to customer service and business optimizationProficiency with data analytic tools and programming languages (e.g., SQL, Python, R). Skilled in data visualization technologies such as Tableau and Power BI.Experience designing, implementing, or managing VoC (Voice of Customer) programs and integrating customer insight platforms (experience with Qualtrics or equivalent technologies considered a strong plus, but not mandatory).
• Data Strategy & Governance:Demonstrated ability to define, communicate, and execute robust data strategy and governance frameworks, including data quality, integrity, privacy, and compliance.Experience partnering with ML/AI teams to set data requirements, validate model outputs, and integrate AI insights into operational workflows at scale.
• Leadership & Team Development:Track record of inspiring, building, and developing high-performing teams of senior data analysts, scientists, and craft specialists. Proven ability to nurture environments that support innovation, continuous learning, and career growth.Experience in talent and performance management, collaborating with HR and craft leaders to embed career development frameworks, mentorship programmes, and effective review cycles.
• Customer Service Domain Knowledge:Extensive familiarity with customer service strategy, operations, and experience improvement through analytics and data-driven decision-making. Prior work in omni-channel, GenAI adoption, or AI-powered customer query routing is considered highly valuable.
• Stakeholder Management & Collaboration:Strong ability to partner with senior leadership, cross-functional partners, and external vendors. Proven effectiveness in influencing and inspiring teams at all organizational levels through clear, compelling data-driven narratives.Track record of managing 3rd party software/data relationships, negotiating with external partners, and ensuring that platforms/tools align to CS goals.
• Strategic Impact & Innovation:Exceptional analytical, problem-solving, and critical-thinking skills, with a record of leveraging data to deliver measurable business outcomes.
• Strategic mindset, staying ahead of industry trends in data analytics, customer service, and AI innovation, and translating these into competitive advantages for the CS organization.
• Craft Leadership & Community Impact:Demonstrated commitment to raising the analytics craft within and beyond Customer Service, through championing best practices, sharing knowledge, coaching/mentoring, and actively contributing to the evolution of analytics frameworks, methods, and tools.
• Communication & Influence:Strong communication and presentation skills, able to simplify complex technical insights for diverse audiences, deliver executive-level reporting, and foster an analytics-led decision culture.
• Agility & Change Management:Proven ability to adapt quickly, manage priorities in changing environments (both strategic and BAU focus), and drive continuous improvement through data

• Strategic Thinking & Analytical Rigor: Ability to define the roadmap for effective data use and provide impactful business insights for CS.
• Experience with Machine Learning/AI:Strong understanding of machine learning concepts and their application in real-world business problems, particularly in customer service contexts. Familiarity with ML model evaluation metrics (e.g., precision, recall, F1-score, accuracy) and their implications for business outcomes.
• Customer-Centricity & Service Focus: Commitment to enhancing customer service through data and insights.
• Leadership, Team Development & Craft Expertise: Drive a high-performance team culture while guiding the analytics craft within Customer Service.
• Communication & Influence: Ability to translate complex data insights into simple, actionable strategies for CS stakeholders.
• Collaboration & Partnership: Building connections across departments to ensure aligned, data-driven decision-making within CS.

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Leadership:

• Think strategically and identify areas where data science can make a significant impact on the supporting department (scope)

• Build a strong team within your area, by coaching and developing Team Leaders and Individual Contributors;

• Be able to prioritize work depending on business needs and keeping stakeholders aligned at all times

• Translate data science insights vision and strategy into execution keeping in mind the needs and specificities of the team and the scope

Commercial Awareness:

• Play an instrumental role in evolving and designing new applications of data science to business problems

• Take ownership and understand goals and objectives of supporting business partners, translating them into DSI requirements/framework

Craft:

• Bring vision and strategy to improve efficiency in the way data science teams work

• Drive implementation and deployment of complex projects within the scope. Work closely with the other managers to ensure teams are always working towards what's most important for the customers and to help the department achieve its goals.

• Work closely with team members to ensure data quality, provide technical and tactical support, remove roadblocks and provide active support

• Have expertise in data visualization and storytelling, be capable of driving actions from stakeholders

• Data management (engineering, flows...) Responsible for technical implementation and maintenance of data processing services and storage systems in line with the Data Governance Framework; Responsible for data management related Data Governance processes as defined in the Data Governance Framework (E.g. monitoring of data quality, management of data lineage, and maintenance of logical data model).

Communication:

• Capable of articulating complex concepts in simple terms to senior stakeholders

• Advocate of data science with their main stakeholder(s)

• Work closely with other internal entities to ensure their teams are always working towards what's most important for customers and to achieve high business impact

• Ensure clear and effective communication to their stakeholders: proactively keeps all stakeholders informed of what's happening, upcoming changes, projects, issues, etc.

Communication Stakeholder

• Team members

• Business Area stakeholders

• Manager Analytics / Manager DSI

• Sr/Principal Data Scientists

• Track/Business Area product or tech

Qualifications & Skills:

• Master degree, PhD or equivalent experience in a quantitative field (e.g., Statistics, Mathematics, Econometrics, Computer Science, Physics, Engineering, Bioinformatics, or similar)

• 6+ years of equivalent experience (with Master Degree) or 3+ years (with PhD)

• 1+ year management or equivalent experience (desired)

• Expert in solving real problems using data mining techniques and with statistical rigor

• Ability to coach and mentor team members on the best tools and techniques to tackle their challenges, or guide them to experts in the area

• Ability to build a strong team within their area, designing and iterating team processes, and maintaining a healthy, collaborative and open culture

• Expert in stakeholder management (senior stakeholders)

• Expert technical skills regarding data analysis, statistics, machine learning and programming. Strong working knowledge of Hadoop, Spark, SQL, Python and/or R.

• Strong experimentation skills including:

  • Experimental designs

  • Casual inference

  • Randomization techniques

• Excellent communication skills

• Expert in translating business problems into data problems

• Expert data visualization skills

• Expert in storytelling with data

• Expert in statistics and experimentation

• Strong knowledge of data management (engineering, data pipelines, workflows)

• Expert knowledge of the possibilities and limitations of different types of data analysis and/or data science modelling

Benefits & Perks:

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Application Process:

• Application and CV Review

• Recruitment Phone Screen

• Business Interview 1

• Business Interview 2

• FIT Interview

• Hiring Decision

Let’s go places together:

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.